I.

Introduction

Fast Food industry is known as “a quick serve restaurant” flourishing business not only in
the Philippines but also in other countries. It has been observed that this business grows as time
goes by and we witness the popularity of fast food is spreading rapidly among many people due to
the following three main reasons: good taste, convenient time, and price.The epitome of success
could never be achieved if one did not set a foot at the bottom of the staircase. Did you know that
Mang Inasal, one of the most preferred dining places of the Filipinos today, can prove this?

It all started when. Edgar “Injap” Sia, at the age of twenty six, grabbed the opportunity to
lease a 250 square meter space at the Robinson’s Mall Carpark-Iloilo in December 12, 2003.It
was there that Mang Inasal, Hiligaynon for Mr. Barbeque, was born.Early on, he learned the
importance of following your instincts, taking risks, strategizing, negotiating, and motivating
yourself and your people. He also knew that the Filipino barbeque quick service restaurant
category still had the potential for growth. He started a business that had the potential for
nationwide expansion. With the support of his family, he embarked on a journey that changed his
life forever.Mang Inasal’s authentic fusion of traditional Filipino cuisine with the dine-in
concept.Famous for its native-style and “nuot-sarap” Chicken Inasal with its pioneering
“unlimited rice”, Mang Inasal quickly won the hearts of its customers with its distinctively Pinoy
stamp-grilling and special marinade made out of local secret spices.

The restaurant was an instant success, opening close to thirty branches in just three years.
By 2005, confident of the stability and brand recall of the business,he opened Mang Inasal for
franchising, concentrating his efforts in Visayas and Mindanao where Inasal is most popular.
Franchise offers for Luzon soon followed.The primary reason for Mang Inasal’s success is its
wide array of Filipino comfort food, especially Chicken Inasal - with its distinct taste that Pinoys
have grown and continue to love.By 2009, only six years after the first branch opened, Mang
Inasal had a store network of one hundred stores.Mang Inasal soon drew the attention of Jollibee
Foods Corporation (JFC), the Philippines’ largest food service company and one of Asia’s most
admired companies. JFC acquired 100% share of Mang Inasal in April 2016.

Today, Mang Inasal is the leading Pinoy branded outlet in the country, with its strong
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portfolio of Chicken Inasal, Pork BBQ, Halo Halo, and Palabok. Variations in the menu are
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constantly being developed to meet the discriminating demands of its growing customer
base.Mang Inasal has steadily grown ever since its acquisition, making it one of the fastest
growing quick service restaurants in the country. To date, Mang Inasal has over 450 stores
nationwide and counting.The brand has garnered numerous awards over the years, including the
Outstanding Fast Growing Local Food Company from the 19th Annual National Consumers
Awards in 2008, the Most Outstanding Quick Service Restaurant and Most Outstanding Chicken
Inasal restaurant from the 2010 Dangal ng Bayan Awards, and the Outstanding Filipino
Franchise Award from the 2015 Franchise Excellence Awards.Mang Inasal now lays the
foundation for a new era of prosperity, moving forward to a horizon of possibilities as the brand
continues its winning tradition of excellence

According to (Johnson, 2008) a fast-food or quick-service restaurant provides the

quickest service and food at the cheapest prices. The décor in most fast-food restaurants is

simple. Fast-food restaurants are often franchises of a brand with many locations. The largest fast

food chains operate globally”

Fast food chain offers fast service in terms of preparing and serving cheaper food to the

customers. Fast food chain started to grow during 1950's. It is for the people who usually prefer

to eat already made food and for the people who are in a hurry.

According to (Nielsen, 2005), the Philippines has one of the most developed fast food

restaurant segments in Asia. Nearly all Filipinos (99 percent) are fast food patrons, and the

Philippines are third in the world in terms of the frequency of fast food restaurant visits. Business

Asia (2000), estimated that there are a total of 2000 fast food restaurant outlets in the Philippines,

and contributing to 2 percent of total food service outlets in the country

Here in Phillipines, people love to eat in different fast food chains because of it's
affordability. Lots of customers prefer to eat in fast food chain because of the service and food
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they provide.Customer satisfaction measures the product and service effectiveness of the
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business on meeting the expectations of the customers. This is an indicator to measure customer
loyalty, identify unhappy customers, reduce churn and increase revenue. Knowing how the
business satisfies the customers help the business to know what to do in order to improve the
product or the service. Customer's satisfaction has an important role within the business in terms
of gaining or earning profit from the customers. If the customer was satisfy with the product or
service, revenue will increase knowing that the customer will keep on coming back and spend
more money for the product or services offered by the business.

Rationale

The Researchers aims to study the company of manginasal because we need to know why
manginasal continuously growing and has a lot of customers. In most branches of it although
there’s a lot of fast food chains that can customers choose differently, different variations and
etc. The researchers are able to know what is the difference of mang inasal among other fast
food. and determine the hindrances that can affect mang inasal in most several ways This study
attempts to determine the factors in which Mang Inasal has low customer evaluations in order to
identify the areas needed to be improved

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Significance of the study

This study is beneficial to the students who loves eating In a fastfood chain it covers the
topics customer satisfaction and marketing strategies. It would give the students additional
information on how do fast food chains serve customers in order to achieve customer
satisfaction. This study will be helpful to Customers , the future entrepreneurs, future small
business-owners who want to take risk in the field of food businesses. Also, this would be
beneficial to the Researchers select fast food chains to know more about its company this study
shows the reflection of their service based on the findings of the study. The data that will be
gathered might be an additional basis for them in order to innovate ways on how they would
satisfy customers.

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 II. Company profile

Mang Inasal is the fastest growing barbeque fast food chain. It was first established on
December 12, 2003 in Iloilo City.Mang Inasal is gearing towards 500 strong store networks by
2012. Apart from the usual food presentations of multinational food company copycats, Mang
Inasal endeavors to adhere to elements that bear a distinctively Pinoy stamp-grilling with charcoal,
rice wrapped in banana leaves, a marinade concocted out of local spices and herbs, bamboo sticks
for skewers, and the ambiance that encourages kinamot (the ilonggo term in eating with the hands)
whenever chicken inasal is served. All these evoke a rush of nostalgia for tradition, culture, and
most of all,

Currently, there are 450 branches nationwide that time and with over 10,000 employees
system wide. Mang Inasal is doing its share in alleviating the unemployment burden of the country.
The presence of every Mang Inasal in a certain area provides not only employment but also
opportunities to community members including suppliers of kalamansi, charcoal, banana leaves,
vegetables, bamboo sticks, and other ingredients. It also indirectly gives income - generating
activities to many

Mang Inasal in San Nicolas ,Pasig City started their operation on June 2015. The
franchise cost of Mang Inasal is six million pesos with its name alone. The branch manager is
looking positively for a return of their investment in at least a year of their existence. They have
15 employees composed mostly of males and Females because most of the works inside the
restaurant.
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 III. MISION

To serve great tasting food, bringing the joy of eating to everyone.

VISION
To be the preferred quick service restaurant of every pinoy everywhere

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 IV. Products and Services

The most popular meal of Mang Inasal is the PM1 and PM2 wherein some filipino order
this to fulfill their starving and also to enjoy the “UNLI RICE” Mang Inasal Offers also the
Meryenda meal where in some customers can afford for just 50 pesos. And they have dessert
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which cost 60 pesos

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SERVICES:

Mang Inasal allows Bulk orders, delivery and gift certificate that will satisfy customer needs. 8
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 V. STORE LOCATION

One of the branches of Mang Inasal is located at SG Bldg., Pasig Market, Caruncho Ave,
San Nicolas, Pasig City, Metro Manila. beside of Banko De Oro and Nearby on Jollibee, The
store hours range from 7:00 AM to 10:00 PM

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 VI. QUALITY MANAGEMENT PROCESS:

Having a fast growing fast food. Mang Inasal is recognized as one of the leading chicken
inasal in the branded eat-out category in the Philippines. Being one of the strategic business units
of Jollibee Foods Corporation (JFC), Mang Inasal has been able to leverage on the existing
system of JFC that ensures high quality food and exemplary customer service. Building on the
resources and success factors of JFC’s business units, Mang Inasal has been successful to
penetrate across strategic locations in the Philippine market.
Mang Inasal now boasts of over 600 stores in the Philippines, 90% of which are
franchised. The Department of Trade and Industry (DTI) and Philippine Franchise Association
(PFA) recognized Mang Inasal as a Hall of Fame Awardee as Outstanding Filipino Franchising
in the Food and Large-Scale Category.
One of the Philippine restaurants is Mang Inasal which is the fastest growing barbeque
fast food chain in the Philippines. Mang Inasal serves chicken and pork barbeque, as their main
product, as well as other Filipino favorites. Being a famous restaurants, they must be competitive
in order to attract and retain customers. Mang Inasal’s advantage, as compared to other
restaurants, is their unlimited rice promo which every person enjoys. Serving Filipino delicacies
made them unique as well. They conduct a series of processes to ensure the accuracy of the
service to be given

 Training

Prior to the commencement of operations, the corporate training department will provide the
franchisee and eight members of the management team with hands-on training that spans 4
months. This training will incorporate classroom content and applied in-restaurant
developmental modules that will extensively cover subjects ranging from administrative and
operational matters to marketing. Regular refresher and developmental training programs will
also be given as needs arise. Mang Inasal is a firm proponent of sustainable continuous training
of all Mang Inasal franchises and employees to closely align our business model and company
values and enrich the integral bond between store staff, guests and restaurant profitability.
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  Marketing

Mang Inasal firmly believes that marketing is the driving force that propels the restaurant
brand forward. Our team is composed of marketing professionals and will provide each and
every store with the best marketing service available to ensure brand loyalty and saliency in the
market. The marketing group will provide support for new product launches, sales-driven in-
store promotions, above-the-line advertising efforts, and viable media planning. You can also
expect dynamic local store marketing projects and exceptionally designed merchandising
collaterals. Strategic brand mapping, intensive competition analysis, new product development
and consumer-based research comprise the marketing support extended to all Mang Inasal stores
 Target Market:
Generally, customers who are near in target location are the target customers of the
business. Target customers are a group of customers that the business has decided to aim its
marketing efforts and efforts and ultimately its merchandise to wards. Their target markets are
travelers, but on ordinary days, their customers are composed mostly of students and employees.

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 VII. Service Flowchart

CAR PARK CUSTOMER OBSERVE PLACE PAY THE

ARRIVES THE MENU ORDER AT ORDER AT
CASHIER CASHIER

GSFH

OPEN THE CASHIER PREPARE

ASSIST BY DOOR TAKES DRINKS
GUARD GREET GUEST ORDER OF GUEST OR WATER

PRINT
RECEIPT AND
GIVE THE TABLE
NUMBER

WAIT FOT
FIND TABLES DRINKS
LEAVE USE OF ENJOY THE
AND CHAIRS ,RECEIPT,AND
THE COMFORT MEAL
NUMBER
STORE ROOM

STAFFS
THANK THE STAFFS PREPARES
CUSTOMER CLEAN ORDER
& ASK TO THE
COMEBACK TABLES

SERVE THE
CAR PARK ORDER
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ASSIST BY GUARD
VIII. Service Issues

 Slow service/Poor Service

is the one main problem of the food industry. The involved to this problem is the
people in the organization and the customer. This study is offering ways to improve and
overcome the main problem which is slow service or poor service in customer. In Mang Inasal,
they have only two or one cashier, since Mang Inasal known as "Unli Rice" many filipino people
are going to this fast food. And for the server or the service crew they are only three or four
people, the one is for the serving of rice and the other one is for the serving of soup, and the
two people are the carrier of pending order to the customer. Sometimes the four service crew is
not good for dining area, because many people are eating in Mang Inasal. And because of this,
service crew didn't notice some customer. The servers need to visit each table as soon as
possible, and ask for drink orders. In addition, servers should prepare to take orders as soon as
guests request.

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 IX. Proposed Intervention
A. PESTEL

PROPOSED POLITI ECONOMIC SOCIO TECHNOLOG ENVIRON LEGAL

SOLUTION CAL ICAL MENTAL
External Increase inflexible Fast food Transaction is Not Enough Dietary
Environ population budget shift convenie more easier Air precautions
ment and their to cheap nce to between the Ventilation that held by
(Market market priced meals work company and Sen.
Society) share people the customer Cynthia
that have Villar about
no time the “UNLI
to cook RICE”

Mang Too Consumer

Performan increased the inasal Technology crowded law
ce of valuable can increases, to involves
business price of every easily take orders to equitable
determine product advertise the customers balance of
the wage the price to the
rate of the product product
country’ it is an compare to
advantag its quality
e
because
people
easily
find the
website

Highrate Standard Consumer

of Fluctuation in s of Technology Mang Inasal law
Value unemployme health, increases, to Used paper involves
Added nt rate and its educatio take orders to box when equitable
Tax effect on n and the customers costumers balance of
hiring of social request to price to the
skilled mobility take out product
employees levels. their order. compare to
its quality
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Internal Change in Economic Safer Changes in Green Consumer
Environme Legislatio Growth that workplac infra-structure strategies law
nt n and helps the e and its effects use of any involves
(Company) taxation company to on work flow environmen equitable
That grow bigger tal balance of
affects the packaging price to the
growth of product
company compare to
its quality

Unique changed Access of Implement Employmen

Monthly resources and the way competitors to the green t contract
Governme low cost of that the new managemen extended if
nt resources Of firms technologies t needed
Taxation the company. market and its impact especially if
of the their on their the staffs
company Product product works very
Price development/b well.
Placeme etter services.
nt and
Promotio
n.

Strong and Requires Technological Implement Discriminati

powerful Provide the most activity that the green on law for
political Financial or efficient involves managemen the staffs
person, his Cash flows staffs rebooting of t that
point of problems. machines experience
view on being
business discriminate
policies
and their
effect on
the
Organizati
on.
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B. SWOT ANALYSIS
X
OPPORTUNITIES
 New Brand Acquisition
 Technological
Advances/Development
 Large target market
 Delivery
 Franchise/franchising
THREATS
 Trend towards health
eating
 External changes
(government, politics,
taxes, etc.)
 Global financial Crisis
 Sanitary Standards
 Changing customer
tastes
 Competition
STRENGTH WEAKNESS
 Advertisement/Endorsements  Slow service
 Affordable price
 Gloomy ambiance
 Eco friendly packaging - Limited
materials space/Crowded
 Promotions (Unlimited rice): - Limited Menu
Free soup and complete - Product availability
- Uncontrolled
condiments
customer traffic
 Accessibility (Congested and
 Filipino culture (Eat with crowded)
bare hands)  Lack of product
innovation
SO WO
 Expansion of business  Applies the Green Practice
 Government regulates the And adhere to the
non-usage of plastic concept of sustainability
 Since Mang Inasal is under of the Business.
Jollibee food corporation so
mang inasal would be
popular also.
ST WT
 Similar Concept of Service  Small Dining Area
 Conduct the Health Services for  Not enough ventilation
the customer like dietary  Too crowded
precautions
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C.Proposed Intervention
a.) Intervention #1
 Each employee should be flexible and know how to multi-task so that he/she can help others
whenever he has lean time. proper delegation of work is the key to any circumstances that lack
of manpower especially if the company can’t hire more employees.
To provide excellent customer service, respect your staff, teach them customer service skills,
train them to resolve problems, facilitate customer interaction and ask them for input.

b.) Intervention #2

 Management should requires training for the staffs, undergo seminars for the better result of
their services and they must choose the most qualified staffs. because some of the staffs are
undergraduate .

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X. Recommendation:

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 XI. ACTION PLAN
PROPOSED OBJECTIVE TIME FRAME SPECIFIC ACTIVITIES
SOLUTION

 Proper training  Short term  1 month up to  Conduct

in handling -Because this solution 3 months seminar
customers would be for the  Hands on
-to reduce complains, employees and staffs proper training
problem and concerns only that need to
of customers about improve and increase
slow service) their knowledge in
their work task

 Practice of  Long term  1 month up to  Used of Paper

Green -Because we need to 1 year packaging for
Management reduce by using plastics - Until this the product .
-to ensure that this that can pollute us and proposal
company would be kill our mother earth was
environmental friendly Hence, mang inasal advisable
that helps our mother would use paper box
earth. paper cups when
customers request to
take out the product.
 Extra Machines  Long term  1 month up to  Daily
like the point -Because this can help 1 year maintenance
of sales (POS) the sales of the - Until the of the POS
and Spacious company, especially to POS  Daily
ambience prevent long lanes that Machines Rebooting
-to prevent the long can cause of leaving by workable
lanes in the cashier customers
area. Many customers
can be accommodated

 Spacious  Long term  1 month up to  Supervision to

Environment -All of sudden some of a year a space that
and Enough Air mang inasal has a small can
Ventilation space and not enough accommodate
-to have a lot of ventilation. So the customers .
customers to eat in a customers leave and  Maintaining
mang inasal since it is find new fast food . so the Air
spacious and have as a action plan the Ventilation .
enough ventilation researchers should
recommend to have a
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big space and put some

air ventilation.
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REFERENCES:

https://www.manginasal.com/
https://news.abs-cbn.com/news/06/15/17/villar-keep-calm-no-unli-rice-ban
https://www.google.com/search?q=MANG+INASAL+VISION+EXPLANATION&oq=MANG+INASAL+VISION
+EXPLANATION+&aqs=chrome..69i57j33l2.13603j0j7&sourceid=chrome&ie=UTF-8
https://prezi.com/vxbv3enh9mu8/mang-inasal/

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DOCUMENTATION:

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